Jul 10, 2024

Customer Advocate I

  • Sacramento Regional Transit District
  • Sacramento Regional Transit Administrative Office, 1400 29th Street, Sacramento, CA, USA
  • $52,224 - $73,068 yearly
Full time Customer Service Transportation

Job Description

Salary: $52,224.00 - $73,068.00 Annually

Location: 1400 29th Street Sacramento, CA

Job Type: Full Time

Job Number: 2024-00325

Department: Customer Satisfaction

Opening Date: 07/09/2024

Closing Date: 7/22/2024 11:59 PM Pacific

Recruitment Type: Internal/External




The purpose of this position is to assist customers by receiving and processing service complaints, comments, employee commendations and inquiries and to problem solve and mediate unexpected and unusual issues directly from the general public and determine potential Regional Transit policy and regulation compliance issues.  This is accomplished by processing incoming customer contacts received through written and electronic correspondence and via telephone; maintaining records of all customer contacts in database; researching and resolving or escalating issues/comments to appropriate department; completing and obtaining customer signature on Passenger Service Reports (PSR) for official complaints; corresponds with customers regarding status of complaints.  Other duties include tracking, recording and reporting information; preparing documents, reports and correspondence; coordinating schedules and meetings and completing related administrative duties.


Examples of Duties


·         Acts as initial contact to the general public for comments regarding all agency services; provides information to customers by mail, e-mail or on the telephone; receives all positive and negative comments, suggestions and complaints from the public regarding operations issues (of Operators, schedules, Regional Transit policy and regulation compliance related, etc.) as well as all other agency services/projects; responsible for second level support related to Connect Card, RT Mobile Application and other RT branded products/support solutions by evaluating and analyzing the symptoms, renewing customers transactions/purchases and account information; documents information, inputs into automated tracking system, researches and resolves complaints as appropriate or obtains signature from customer, completes PSR as necessary and routes to appropriate department for follow-up and response; prepares initial written communication to advise customer of action taken in response to comment/issue; completes administrative support by preparing, proofreading, editing, revising and formatting correspondence and documents, reviewing, scanning, identifying, indexing, and filing documents; generating standard responses verbally, in writing, or electronically to requests for information and distributing time-sensitive documents to appropriate staff.

·         Prepares reports by entering, tracking, recording, and reporting data into automated database system; create and maintain spreadsheets; keeps status reports on information and records; tracks and reports on special information as needed; compiles data on customer issues or reporting process improvements; and utilizes application programs to chart and display recorded information for inclusion in reports; maintains customer contact database.

·         Participates in, attends and prepares for various meetings and information/outreach events; coordinates meeting arrangements, prepares meeting materials and takes minutes; conduct observations of the District's bus and light rail system for compliance and to investigate customer issues, concerns and complaints and identifies and reports observed violations.


Minimum Qualifications


Formal Education: High School Diploma or GED equivalent.
Experience: A minimum of one (1) year of general office or administrative support experience which must have included substantial public contact and customer service work.

Certification & Other Requirement: Typing Certificate verifying minimum typing speed of 40 net words per minute.
Applicants must have the ability to type accurately at a net rate of 40 words per minute. At time of application, applicants must submit typing certificate, less than two (2) years old (dated between July 9, 2022 and July 22, 2024), and MUST include: (1) A statement that it was a 5-minute timed test; (2) Total gross words per minute and number of errors; (3) Date the typing test was administered; and (4) Name of instructor or certifying official administering the test. Online typing tests and certificates will not be accepted.   

Current SacRT employees in classifications with a typing requirement that is at or above the required net rate of 40 words per minute, do not need to submit typing certificates.


Filing Instructions/Supplemental Information


The minimum qualifications as stated on this job announcement represent only the basic requirements of the position. Meeting the minimum qualifications does not guarantee that the candidate will be invited to participate in other examination segments of the selection process. An employment application and typing certificate, as outlined above, are required for this position. Applications and job announcements are available through our website www.sacrt.com.

A completed employment application and typing certificate, as outlined above, must be submitted online no later than Monday, July 22, 2024 at 11:59 p.m.  SacRT will not process incomplete applications. Resumes are not accepted in lieu of an application, but may be included with the application. For more information on benefits, a summary sheet is available from the Human Resources Department. The Human Resources Department will make reasonable efforts in the recruitment process to accommodate candidates with disabilities. For more information, contact the Human Resources Department at (916) 556-0298.


SacRT has a stand alone pension plan which is not part of, nor does it have reciprocity with CalPERS.

SacRT is an Equal Opportunity EOE Employer - Minorities/Women/Disabled/Veterans.

This position falls under the AFSCME, Local 146 Bargaining Agreement.